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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 3rd Line Support Engineer - **Company:** The Citation Group - **Location:** Warrington, UK (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Wireless LAN, Active Directory, Microsoft Azure, Cloud Computing, Domain Name System (DNS), Identity and Access Management, Virtual Private Networks (VPN), Key Management, Local Area Networks, Network Security, Virtual Desktops, Performance Tuning, Windows PowerShell, Role-Based Access Control, Microsoft SharePoint, Single Sign-On, Software Engineering, Virtual Machines, Amazon Connect, Enterprise Software Applications, Data Storage Technologies, Change Tracking, Firewalls (Computer Science), Microsoft InTune, Os Ticket, Information Technology, Cloudflare, Data Management, Hardware Infrastructure, Key Vault - **Published:** September 24, 2026 - **Apply:** https://www.collegerecruiter.com/job/2888769097-3rd-line-support-engineer ## About the Role This role suits someone with 3+ years of experience in a similar role., * 3+ years' experience in Microsoft Azure infrastructure and/or Entra ID identity & access administration (other specialist areas below are an advantage, not a substitute) * Strong communication and customer service skills, putting colleagues at the heart of everything you do * Proven organisational skills with good attention to detail * Comfortable balancing planned project work with reactive incident/ticket demands * Clear, thorough approach to documenting changes and solutions for others to follow * Ability and desire to learn about the systems we support * Ability to prioritise your own workload and manage expectations Qualifications / Certifications (Preferred) * ITIL Foundation * AZ-104 - Microsoft Azure Administrator * SC-300 - Microsoft Identity and Access Administrator * Other relevant Microsoft or specialist certifications (e.g. AZ-500, MS-102) Technologies & Specialisms Knowledge and experience in several of the following is preferred. Cloud - Microsoft Azure * Virtual machines, storage accounts, and app services * Networking - hub-and-spoke topology, private endpoints, DNS * Governance - naming/tagging standards, Azure Policy, Management Groups * Identity & access - RBAC, Privileged Identity Management (PIM), managed identities * Key Vault and secrets management * Backup and patching (Azure Update Manager) Microsoft Based Technologies * Windows Platforms - Windows 10, 11, Server 2016+ * Active Directory, Entra ID, PowerShell * Entra ID - Conditional Access, Enterprise Applications, SSO, identity and access management (IAM) * M365 - Exchange, Teams, SharePoint/OneDrive * Intune Endpoint Manager * Windows 365 / Azure Virtual Desktop (AVD) Network & Security * Cisco Meraki Firewalls, Switches and APs * LAN, WLAN, DNS, VPN * Cloudflare Telephony * Experience with cloud telephony platforms (e.g. RingCentral, Vonage, Amazon Connect) is beneficial but not a primary focus of the role * MS Teams * Mobile devices - iPhone, iPad ## Description The IT Service Desk is the single point of contact for all IT services, requests, and incidents. It's a busy, dynamic, fast-paced team supporting Citation Group's multiple business units across the UK, Canada, and Australia. As a member of the 3rd Line Team, you will be responsible for building, managing, and maintaining company infrastructure across a multi-tenant, multi-country Microsoft 365 and Azure environment. The role of the IT Support team is to ensure colleagues have the technology they need to achieve business objectives - whether in the office or working remotely. Alongside day-to-day ticket resolution, you'll work on infrastructure projects and change initiatives - from platform migrations to identity and security improvements - balancing planned project work with reactive support. We're looking for customer-focused engineers to join our IT department, supporting colleagues both in the office and remotely across the UK (and coordinating with Canada/Australia counterparts)., Include but not limited to: * 3rd line support of technology-related incidents within agreed SLAs * Contributing to infrastructure projects and change initiatives alongside day-to-day ticket work * Resolution of escalated colleague service requests or incidents as assigned within SLA, logged and tracked via service desk * Building, configuring, and maintaining Azure infrastructure - virtual machines, networking, storage, and app services * Supporting Azure governance activities - naming/tagging standards, Azure Policy, RBAC, and PIM * Performing systems administration activities such as performance tuning and data management across Azure and on-prem infrastructure * Managing identity and access - user/group administration, Conditional Access policies, and enterprise application configuration in Entra ID * Monitoring and reviewing quality of service delivered * Remediating vulnerability findings (patching, configuration fixes, closing out scan results) across networks, systems, and applications * Planning, implementing, and optimising cloud and on-prem data storage technologies * Installing, managing, controlling, deploying, and maintaining infrastructure systems software to meet operational needs and service levels * Installing and testing, or decommissioning and removing, systems or system components * Supporting device provisioning and lifecycle management, including Windows and Cloud PC (Windows 365) estates * Raising and documenting changes in line with the change management process (standard/normal/emergency changes) * Producing and maintaining system, solution, and knowledge base documentation * Liaising with 3rd party suppliers * Travel to other offices as and when required ## Related Videos - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Fireside Chat with Cloudflare's Chief Strategy Officer, Stephanie Cohen (with Mike Butcher MBE)](https://www.wearedevelopers.com/videos/1366-fireside-chat-with-cloudflare-s-chief-strategy-officer-stephanie-cohen-with-mike-butcher-mbe) - [Best Practices for Using GitHub Secrets](https://www.wearedevelopers.com/videos/1214-best-practices-for-using-github-secrets) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/886-webassembly-the-next-frontier-of-cloud-computing) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london)